Customer Success Specialist

As a Customer Success Specialist / Project Manager within Business Licensing, you will build upon your initial customer service experience to manage more integrated aspects of the customer lifecycle. You will support various post-sales activities, assist with product usage training, and ensure that customers effectively engage with our solutions. Your work will contribute significantly to customer retention and satisfaction.

Responsibilities:

• Support more complex customer onboarding processes.
• Handle multiple customer inquiries with increasing complexity.
• Assist in resolving intermediate technical issues and troubleshooting.
• Conduct intermediate product training sessions for customers.
• Monitor and analyze customer usage patterns.
• Document and communicate recurring customer feedback to the team.
• Collaborate with sales and support teams on customer issues.
• Identify and escal critical customer issues.
• Recommend product/service improvements based on customer feedback.
• Assist in development and refinement of onboarding materials.

Skills:

• Advanced Communication:
  Effective verbal and written communication skills.
• Customer Relationship Management:
  Skills to manage and nurture customer relationships.
• Analytical
  
  Skills:
  
  Use basic data to identify trends and insights.
• Problem Solving:
  Intermediate problem-solving capabilities for resolving customer issues.
• Product Knowledge:
  In-depth understanding of product features and benefits.
• Training
  
  Skills:
  
  Ability to convey information effectively during training sessions.
• Project Management:
  Basic project management skills to handle varied tasks.
• Technical Proficiency:
  Intermediate proficiency with CRM and other customer support software.

Compensation:

$57,400.00 - $98,350.00 USD
This role is eligible for Bonus.

Compensation range listed is based on primary location of the position. Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process.

Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to:
Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.